Jennifer T.’s Reviews of Sugarberry Memorials & more

Jennifer's Profile

Review 1
First Reviews
0
Vote 1
Thank Yous 0
Fans 0
Profile Views

198

Contributor Level

Total Points

Jewelry Making

“Worst customer service and extremely poor quality!”

5/26/19

Not only did I experience horrific customer service, my cremation rings ashes fell out after owning for 2 weeks. No damage was done to this ring, however the shop owner is claiming this. Not only did my product fall apart, my order was over a month late with the shop owner never reaching out to me as to why. She states she was having surgery and if this is true, the shop should have temporality closed down until the shop owner could reply back, notify and prove quality customer service. When I did reach out, it took several days for her to reply and she was always very short and inconsiderate. This was someone that was very dear and close to me and the way I have been treated makes me not want to ever order through Etsy again. It's why I asked for a full refund, as I no desire to work with this shop ever again. I have never encountered worse customer service or such a poorly made product.

Comments (0)
4.1K Views

Helpful (1)

Thank you

Kayce J. – Sugarberry Memorials Rep Over a year old

When I received the ring back in the mail, it was fairly obvious that some severe damage had happened to it. There were cuts in the gold on top of the ring that were so deep you could catch your nail in them if you ran it over the top of the ring. She did not want to allow me to repair it and demanded a full refund (which I do not do.) We always repair items free of charge if it’s something we are responsible for, and charge on a case by case basis if the item was damaged (like this one.) I even offered to fix it completely at my cost but she refused. Please make sure you understand my policies before purchasing, it helps a lot of headaches on both parties ends when issues like this come up. I cannot issue refunds for personalized items (this was engraved) and because of the nature of the pieces containing ashes, we can not issue refunds. We send a waiver with all collection kits that require a signature to sign off on understanding of our policies, which this customer did. Additionally, the customer was not understanding at all about the fact that I had emergency surgery and it was taking me a little bit to get around to answering messages. Please let it be noted that I post all updates via a public spreadsheet when emergencies arise to keep everyone updated. I am always accessible by phone during the week as well. This information is all publicly available, as well as in the packet you received with your collection kit.